The record met the workflow's enrollment triggers when the workflow was turned on, but existing contacts were not set to be enrolled
When turning on the workflow, the option No, only enroll companies which meet the trigger criteria after turning the workflow on was selected. As a result, only records that meet the enrollment triggers moving forward are added to the workflow.
The following are some common reasons why a record may be unexpectedly enrolling in a workflow and how you can prevent this moving forward.
Steps to resolve
Enrollment triggers include OR logic
If a workflow's enrollment triggers includes OR logic, a record only needs to meet one set of the enrollment triggers to qualify for enrollment.
For example, let's say your workflow has the following enrollment triggers:
Lifecycle stageis any of Customer
has filled outCustomer surveyform on Any page
A contact with a lifecycle stage of customer that did not fill out the form will be enrolled in the workflow.
To prevent this contact from enrolling, the criteria would need to be separated by an AND operator, rather than OR. Learn more about AND vs OR logic.
Enrollment triggers include does not contain any of or is not equal to any of (contact-based workflows)
Contact-based workflows using does not contain any of or is not equal to any of filters will enroll contacts that don't have a specified value for the selected property. If the property is blank, it will meet the enrollment trigger. This also applies to records associated with the contact, such as an associated company.
This can especially affect workflows that use analytics or association properties for enrollment, such as:
Analytics and association properties are processed and populated almost instantly. However, workflow enrollment may occur before HubSpot fills the property. For example, if your workflow enrolls contacts based on the triggerIP Country is not equal to any of United States, a contact with no value may enroll before HubSpot is able to set the property with the valueUnited states.
To prevent contacts without property values from entering the workflow:
In the enrollment trigger editor, add an AND condition underneath the doesn't contain any of filter.
Select the same property that you're filtering for, then select the is known filter.
Click Apply filter.
Enrollment triggers include is unknown
The enrollment trigger is unknown searches for records without a value for the specified property. Enrolled records will remain in the workflow even if they gain a value for the property after enrollment.
This can sometimes cause unintended enrollment when using properties that are automatically populated by HubSpot. While HubSpot fills these properties almost instantly, workflow enrollment can happen before the property is filled.
To avoid similar issues:
Add a 1 minute delay before the first action in your workflow. This delay provides a buffer for HubSpot to fill any automatically populated properties and unenroll them from the workflow.
Configure the workflow's settings to unenroll any records that no longer meet the enrollment trigger:
Other workflow types: in the workflow's Unenrollment and suppression settings, add unenrollment triggers opposite to the original is unknownenrollment triggers. For example, if an enrollment trigger is IP country is unknown, add the unenrollment trigger IP country is known.
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